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Customer Complaints Procedure

MINI Park Lane is committed to providing a customer experience of the highest standard, but we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we will do our best to help resolve the situation in a fair and transparent way.

We will investigate all complaints competently, diligently and obtain additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome.


Our commitment to you:


  • We will thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us
  • We will do our best to resolve your complaint quickly, by the end of the next business day if possible. If this is not possible, we will within 5 working days, provide a written acknowledgement of your complaint and explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.
  • We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision



Step 1: Contacting Us.


If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Customer Experience Manager.

MINI Park Lane, 77 Park Lane, London, W1K 7TP

Telephone: 020 7409 3355

Email: mail@miniparklane.co.uk

We’re here: 9am-6pm Monday – Friday



Step 2: What you will need to provide.


To help us investigate and try to resolve your complaint, please provide us with the following information:


  • your name and address; • vehicle registration; • details of how we can contact you; • a clear description of your complaint; • details of what you would like us to do to rectify the situation; and • if appropriate, copies of any relevant supporting documentation



Step 3: Still unhappy.


Should you remain unhappy with your MINI Centre's response please contact us by your preferred method from the list below.


MINI UK Customer Service

Summit ONE

Summit Avenue


Hampshire GU14 0FB


Telephone: 0370 5050 122

Email: customer.service@mini.co.uk


We're here: 

9am - 6pm Monday to Friday 



Step 4: Issue not resolved.


Should you remain unhappy with our response, please contact Motor Industry Code, ADR Alternative Dispute Resolution Consumer Advice Line

Motor Codes (registered office) 71 Great Peter Street LondonSW1P 2BN

Telephone: 0843 910 9000 Website: www.motorcodes.co.uk Email:  consumer@motorcodes.co.uk

Hours: 9am – 5pm Mon - Fri Motor Codes was set up by the motor industry to act as the self-regulatory body for the automotive sector and is a wholly-owned subsidiary of Society of Motor Manufacturers and Traders(SMMT).

Motor Codes is responsible for operating Codes of Practice covering: New Cars Car Servicing and Repair Vehicle Warranty Products